Public Service Delivery Audit
(PASADA)
Breaking New Grounds in
Customer Service Satisfaction
PASADA
Public Service Delivery Audit
A proactive mechanism installed
to address the problems
wrought by inefficiency at the
government’s frontline services
It provides a mechanism
through which the performance
of a gov’t. frontline service can
be systematically checked and
evaluated
A pool of volunteers are fielded
to act as ordinary clients
transacting business in
government offices
PASADA
Public Service Delivery Audit
Highlights best practices,
ideal systems and tested
solutions that made
possible improved public
service delivery
The CSC’s mechanism in
assisting agencies towards
a more responsive frontline
service
PASADA
Primarily aims to improve
public service delivery
by systematically increasing
the operational efficiency
of government units
Specific Objectives
To create a pool of PASADA Volunteers/Public Service
Monitors who will assess and monitor how government
frontline services are carried out by simulating the
experiences of clients;
To identify, document, commend and promote best
practices in public service delivery;
To assist agencies in improving identified problem areas in
frontline service delivery; and
To involve civil society and the public in the bureaucracy’s
continuing drive to improve government services.
PASADA PROGRAM PHASES
AUDIT Phase
The initial phase of the program involves the
following activities:
Conduct of a half-day briefing for the PASADA
Volunteers on the program, their roles & responsibilities,
incentives, etc.
Deployment of PASADA Volunteers to try out various
frontline services as ordinary customers
Accomplishment of PASADA Volunteer’s checklist
Evaluation of agency performance based on feedback
received
Determination of Best Frontline Services
ASSISTANCE Phase
This phase involves:
the introduction of customized technical and
development interventions or corrective measures
according to the determined needs of the agency, as
indicated in the audit phase results
the provision of written information/report on frontline
agencies which rated poorly about the results of the
visits conducted on them and assistance/suggestions/
recommendations that could be offered
the introduction of possible developmental interventions
to improve service delivery on areas where help is
needed most
MONITORING Phase
The final phase involves:
the periodic assessment of frontline services (to
determine whether good services are maintained and
poor services are improved)
a continuing cycle of Audit and Assistance
the periodic generation of the list of TOP FRONTLINE
SERVICES
the creation of public awareness and appreciation of the
exemplary frontline services in government thru the
media
How PASADA Works
Each frontline service shall be visited 3 times by 3 different
volunteers to ascertain quality of service provided
(depending on the number of volunteers, a volunteer may
be asked to visit more than one frontline service).
During actual visit, a volunteer shall pose and is expected
to act as a regular customer and not as an auditor.
After the visit, volunteers are expected to provide the
Commission feedback through the PASADA Volunteers
checklist.
The checklist must be submitted not later than three (3)
days after transaction.
** Heads of agencies concerned were informed of the PASADA
audit but were not given the exact date and time
PASADA Volunteer’s Checklist
A tool used by
the volunteers in
giving feedback
to the
Commission,
taking into
account what
they felt, saw
and experienced
during their
transaction
PASADA Volunteer’s Checklist
The Checklist covers three main concerns:
the service provider – personal disposition
of the employee providing the service
sought of;
the quality of service – how the service was
provided to the client; and
the physical working condition – how the
physical setup of the office providing the
service affects the performance/efficiency of
the service provider and the provision of
service
PASADA Volunteers
Checklist
Volunteers
Numerical
are also Rating
Rating
asked to
5 Excellent
give an
over-all 4 Very Good
rating of the 3 Satisfactory
frontline Needs
service 2
Improvement
delivered 1 Poor
PASADA Results and Actions
After completion of the audit, the project team shall consolidate the
volunteers evaluation and come up with an assessment report which
will be sent to the head of agency, together with the accompanying
letter/commendation as follows:
NUMERICAL RATING ACTION
RATING
4.65-5.00 Excellent CSC Seal of Frontline
Service Excellence
4.00-4.64 Very Good Certificate of Recognition
3.00-3.99 Satisfactory Feedback report on the
results of the audit
2.00-2.99 Needs Improvement Letter stating results of
1.00-1.99 Poor audit; recommendation for
improvement
Your role as volunteers
As volunteers you are expected to:
Attend a half-day briefing on the program
Transact business as regular clients of assigned frontline
service
Accomplish the checklist provided immediately after the
end of the transaction
Submit the accomplished checklist to PASADA Project
Team
Maintain confidentiality of information
Ensure not to manipulate or abuse the result of your
findings
How to Conduct Yourself During the Visit
DO’s
Be on time
Be observant but discreet
Appear ordinary. Wear casual/simple clothing
Blend in with the crowd
Act as an ordinary customer
Ask transaction-related questions
Fall in line. Follow instructions given
Listen to other customers’ sentiments
Watch how other clients are being served
Make mental notes of observations
Try to engage the service provider in casual conversation to ellicit more
information when necessary
Ask/Take note of service provider’s name
How to Conduct Yourself During the Visit
DONT’s
Wear your uniform or any formal clothes
Wear your office ID
Introduce self as PASADA Volunteer
Discuss/mention PASADA with service provider or other customers
Go to the VIP/courtesy/fast-track lane, if there are any
Act as investigator/auditor
Take out the checklist within the vicinity of the service provider
Accomplish the form while in the agency premises
Name drop important/influential people
Threaten service provider within the context of the PASADA audit
Appear to be nervous
Make offensive remarks
Engage service provider heated confrontation
Incentives
As volunteers, you are entitled to the following:
• P100.00 meal allowance
• Reimbursement of actual transportation expenses
and other incidental expenses not exceeding
P200.00
NCR AUDIT RUN
Initially, PASADA was implemented in the National Capital Region
from April to June 2006
Three-month audit run in 98 frontline services of 28
national agencies and 17 local government units
56 PASADA Volunteers were deployed: 46 of which are
CSC Officials & employees from the Central, NCR and
Region IV Offices and 10 are student interns from the UP-
NCPAG
Limited to transactions which are most sought after and
most complained about as culled from the reports
received by the Mamamayan Muna Program
** Heads of agencies concerned were informed of the PASADA
audit but were not given the exact date and time
NCR AUDIT RESULTS
Percentage Summary of ratings received by the 98
frontline services audited for the first NCR Audit Run
Number of Agencies Rating Received Percentage
1 EXCELLENT 1%
11 VERY GOOD 11%
59 SATISFACTORY 60%
24 NEEDS 25%
IMPROVEMENT
3 POOR 3%
TOP FRONTLINE SERVICES
CSC Seal Of Frontline Service Excellence
Business Permit and Licensing Office – City Government of Marikina
CSC Certificate of Recognition
Miscellaneous and Taxes Fees Division – City Government of Makati
Office of the Building Official – Municipal Government of Pateros
Business Permit and Licensing Office – Municipal Government of Pateros
Treasurer’s Office – Municipal Government of Pateros
License Division – City Government of Taguig
Treasury Office – City Government of Marikina
Treasury License and Fees Division – City Government of Mandaluyong
Business Permit and License Office – City Government of Pasay
Office of the Building Official – City Government of Quezon
Passport Division – Department of Foreign Affairs
Corporate and Partnership Registration Division – Securities and
Exchange Commission
October 6, 2006
TOP NCR FRONTLINE SERVICE AWARDEES
Business Permit and Licensing Office – City Government of Marikina
PASADA News Clips
THANK YOU
